Manager, Quality Assurance Process Management

West Creek 1 (12071), United States of America, Richmond, Virginia

Manager, Quality Assurance Process Management

Summary

Commercial Underwriting and Portfolio Management (UW&PM) is at the heart of Commercial lending--supporting the Commercial Bank’s growth while ensuring we have a scalable, well-managed business. As a manager in our Quality Assurance and Process Improvement (QAPI) team within UW&PM, you will play a key role in our well-managed agenda. You will lead the team that builds and manages holistic quality assurance programs that define and measure quality, provide actionable recommendations based on findings, and partner with our underwriting segments to implement process improvements. 

This role will have broad exposure to underwriters, portfolio managers, and key risk partners at all levels of the organization; and requires a detail-oriented, analytical, process-driven individual who is energized by understanding how things work and driven to find a better way. 

The ideal candidate:

• Has experience in underwriting or commercial lending, or is able to quickly internalize unfamiliar processes and be a thought partner to UW&PM leaders

• Can connect specific operational breakdowns to different types and degrees of risks posed to the commercial bank

• Can both delve into the details and help envision a higher-level strategy

• Is proficient in statistical samples, data analysis, and data-driven decision-making

• Is process-minded, with the ability to anticipate potential challenges and roadblocks

• Has robust experience with managing people and a passion for the growth and development of themselves, their team and their processes

General Responsibilities:

• Develop long-term quality assurance and process improvement strategy, raise awareness of program goals, and gain buy-in on the value of quality assurance & process improvement

• Partner with UW&PM leaders and key risk partners to refine and adapt existing quality assurance programs and determine expansion strategies

• Lead a team of 4 - 6 quality assurance specialists, ensuring error-free results from control testing and fostering their growth and development 

• Ensure sampling methodologies produce representative samples and appropriately prioritize cases based on risk and other factors. Ensure that relevant stakeholders accept and understand methodologies.

• Analyze control testing results to determine trends and root causes. Partner with stakeholders (e.g., UW&PM, policy, product, vendor operations) to develop process improvement recommendations.

• Refine reporting strategy and stakeholder interaction model to increase adoption and implementation of process improvement recommendations

• Establish feedback mechanism and strategy for prioritizing process improvement recommendations in the broader Continuous Improvement Program and technical backlog

• Drive continuous improvement of the team’s internal data collection tools, data management infrastructure, and processes. Maximize the utility and automation of current tools (forms and spreadsheets) while looking for more robust solutions.

Basic Qualifications:

• Bachelor’s Degree or Military experience

• At least 3 years of experience in quality assurance, risk management, or process management

• At least 3  years of experience in financial services, commercial lending, or underwriting

• At least 2 years of people management experience

Preferred Qualifications: 

• 5+ years of experience in quality assurance, risk management, or process management

• 5+ years of experience in financial services, commercial lending, or underwriting

• 3+ years of people management experience

• Demonstrated ability to be a thought partner to senior leaders 

• Lean, Six Sigma or Business Process Management certification

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

#UWPM

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed